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TMCnet Call Recording Week in Review

September 08, 2012

By Rory Lidstone, Call Recording World Contributing Writer

Since the week began with Labor Day, it's been slightly slower than the average news week in the call recording sector, but some noteworthy events still took place.

First up, TanaComm introduced its Centralize product for broad distribution. This new solution provides customers with the ability to aggregate call recordings from multiple call center operations and platforms into a centralized location.

The product uses efficient media format conversion to facilitate the aggregation of call recordings from multiple call recording platforms. It also uses a centralized and secure cloud solution for aggregation and long-term retention of customer interactions.

Next, Avatar Ventures introduced a new business-to-consumer advertising solution for smartphone users looking for products and services on the go. The solution, called MobileCall, is a customized mobile marketing campaign base on Google's AdWords service.

“With growing momentum in mobile, we are focused on helping small businesses connect with customers on their smartphones, where a Google search is often the gateway to profitable interaction,” said Voltair Gomez, president of Avatar Ventures.

In other news, Accounts Receivable Management and CallMiner partnered to deploy CallMiner Eureka, which automates the call monitoring of every ARM collections call. The goal is to combat the poor public reception of accounts receivable companies like ARM by improving customer satisfaction.

"Prior to deploying CallMiner speech analytics, we would sample calls in an effort to monitor and enforce compliance and best practices,” said Joe Burch, COO at ARM. “This simply wasn't an effective way to measure agent performance and mitigate our risk."

Lastly, Ingram Micro signed a distribution agreement with TelStrat this week, allowing Ingram Micro channel partners in Singapore, the Philippines and Vietnam to sell and distribute TelStrat's Engage Contact Center Suite.

The Engage Suite is a modular, component-based product line that focuses on all areas of Workforce Optimization. It is capable of deploying in single server sites, large enterprises and cloud environments, also supporting a broad range of voice technologies on one server.

That about wraps it up for this week in review. Be sure to check out the Call Recording Channel for more news in this sector.

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